voicemail's passcode invalid from remote IP phones

[craigliu]

We just encounter a problem. We have just had our SX-200 re-installed. Before re-installation, everything is OK; After re-installation, pressing "message" key or "*8" from any of our remote IP phones, it asks for passcode; After we input passcode, then it says that "passcode is invalid". We are sure that the passcode is valid, because we can access voicemail with the same passcode by calling its phone number.

It happens for all remote IP phone, our local IP phones are still OK.

I guess we may miss somewhere in property settings for mailbox. Maybe there are some encryption for passcode from remote phones. But I don't know how to fix it. Hope any helps. Thanks.

 

[kwbMitel]

If by remote phones you are talking about Teleworker and you did not upgrade Teleworker along with the SX-200 then you must upgrade the TW Server.

If you meant something else, be more specific.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[IrwinMFletcher]

If it says "invalid passcode", then at least you know that the streaming is getting to the controller otherwise it will just continue to prompt you for your passcode.

 

[mitelmmaniac]

Is it NuPoint V/M? of so make sure the Local Networks contain the correct networks for the remote sites.

Desk Jockey Lunacy

 

[craigliu]

Thanks for your response.

Hello kwbMitel, It is via Teleworker. But we didn't change Teleworker. So I guess it is Sx200's problem.

Hello IrwinMFletcher, You're right the package is reached SX200. But the passcode can not be recognized. This is why I doubt there may be encryption methods mismatch.

Hello mitelmmaniac, I don't know Nupint V/M. Then we may not use it. And when we set remote ip phone, we don't need to know remote network.

I guess it may related to some options or settings for mailbox or SX200 system.

Still hope any helps and suggestions.

 

[kwbMitel]

You misunderstood me.

If it is teleworker and you did not already upgrade the TW you must now do so.

I have had this issue on ALL of my upgrades where I upgraded the PBX but forgot to upgrade the TW server.

Upgrade of the TW server corrected the issue in ALL cases.

This statement applies to both 3300's and sx-200's

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[craigliu]

Thanks kwbMitel, we have had SX200 re-installed because the harddisk of SX200 is out of order. The reinstalled version of SX200 is the same as before and the configuration is back to 2007 (we don't have recent backup.).

We don't have any experience in upgrading TW (I'm new in SX200 and take over SX200 after this reinstallation). Can you simply describe the steps to upgrade TW. Thanks.

 

[IrwinMFletcher]

Graig,

If you have installed the same version as you originally had, then you wouldn't need to upgrade the TW server. kwbMitel is correct if you upgrade to another software version. What is most likely the case is that the old database that you restored doesn't have the correct configuration. Unless no one has touched the system in 3 years, then you can expect it to be out of date.

Any chance that your passcode has a 0 in it?

 

[kwbMitel]

OK, I did not understand that re-install did not mean upgrade.

The symptoms were identical to my experience of upgrade issues.

It may be that re-install can cause the same issue as I've never clearly understood or identified why the problem exists in the first place.

The fact that the sets work at all suggests that the config is OK.

If I was your service provider I would probably be calling Mitel for help about now.

P.S. If I was your service provider, I would have had a current backup, upgraded your system(s) and the problem would now be resolved.



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.